Call Center Representative I TEMP - (Arabic or Spanish Speaking preferred)

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision: a community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 100,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

Since 1969, our employees have been making this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If this sounds like an organization you would like to be a part of, we would love to meet you.

***This is a temporary 3 month contract role***

Role Overview

The Call Center Representatives work to support the mission and vision of Neighborhood Healthcare by providing excellent patient-centered telephonic customer service in a timely and professional manner within a dynamic team environment to support patient needs.

Position will have an option of remote work (in San Diego County or Riverside County) once on-site training completed.

RESPONSIBILITIES:

• Staffs queue for one specific region - San Diego or Riverside
• Answers telephone calls promptly and in a polite and professional manner
• Answers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Schedules and confirms patient appointments according to established guidelines and reschedules as necessary
• Educates patients on available programs offered through Neighborhood Healthcare, including MyCare Portal and enrolling patients in our texting confirmation program
• Maintains professionalism with all patients including potentially upset or difficult members
• Monitors provider schedules for openings to ensure maximum utilization of all available appointments
• Works in collaboration with clinic staff to identify and resolve patient issues or concerns
• Obtains and enters accurate demographic information into ECW, such as address, telephone number, insurance provider, etc.
• Directs/redirects calls to appropriate departments as needed
• Determines when complex customer inquiries or complaints may be transferred to a clinic or call center supervisor or manager
• Deliver on call center KPI’s: quality, average handle time, adherence to schedule, accuracy, etc.

Call Center Representative I

Requirements:

• One year of Customer Service experience preferred
• High School Diploma or GED
• Arabic/English or Spanish/English bilingual preferred

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule for
• Knowledgeable about and experience with medical terminology
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

PHYSICAL REQUIREMENTS

• Ability to lift/carry 10lbs/weight
• Ability to sit or stand for long periods of time

COMPLIANCE (Safety & HIPAA)

• Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
• Maintains current knowledge of policies and procedures as they relate to safe work practices
• Uses appropriate body mechanics to ensure an injury free environment
• Familiarity with location of nearest fire extinguisher and emergency exits
• Follows all infection control procedures including blood-borne pathogen protocols
• Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes
• Complies with all regulations regarding corporate integrity and security obligations
• Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Pay range: $22.00 to $29.41 per hour, depending on experience.

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.